Workforce Management Analyst

Harrods; London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading luxury department store, Harrods, is seeking a Workforce Management Analyst to enhance its customer service experience. This role encompasses responsibility for data analysis and forecasting while collaborating with various departments to ensure optimal service delivery. Benefits include generous holiday, pension, and employee discounts, promoting a fulfilling career path within the organization.

Benefits

Pension plan

Life insurance

Staff discounts up to 33%

25 days' holiday plus birthday off

Qualifications

• Experience in forecasting and performance analysis.
• Ability to communicate insights effectively across all organizational levels.
• Experience in a contact center environment preferred.

Responsibilities

• Measure and enhance productivity and service quality.
• Utilize forecasting and performance analysis to drive insights.
• Collaborate with partners for process optimization.

Skills

Analytical aptitude

Communication skills

Attention to detail

Problem-solving

Tools

Microsoft products

SAP(C4C)

Calabrio One

Job description

Workforce Management Analyst

An opportunity to join the Customer Service Experience team as a Workforce Management Analyst is here. This role is designed to ensure we have the right resources available at the right time, enabling us to serve our customers efficiently and effectively.

About the Role

The Workforce Management Analyst will focus on measuring and enhancing productivity, development, and upskilling opportunities, and delivering exceptional service in line with the Harrods brand as we aspire to create an unparalleled customer experience.

This role will utilise forecasting and performance analysis to provide actionable insights through data visualisation and reporting, enabling us to deliver exceptional service to our customers.

The Workforce Management Analyst role is based at our Harrods Headquarters in Hammersmith and is hybrid, with 3 days on site and 2 days working from home. There may be a requirement for occasional weekend cover.

About You

You will have experience leading the delivery of accurate forecasting and in-depth performance analysis, transforming data into actionable insights through clear visualisations and insightful reporting.

You will also have:

• Excellent analytical and technical aptitude, with the ability to interpret and present data in an engaging and meaningful way to various stakeholders (from colleagues and peers right the way through to board level).
• Strong communication skills with the ability to effectively communicate with all levels of the organisation.
• Strong attention to detail with the ability to meticulously review and analyse data, ensuring accuracy and completeness.
• The ability to identify and address problems in a timely and effective manner, and communicate issues and solutions clearly
• Experience within a contact centre environment and collaborating with outsourced partners and BPO providers to optimise processes and ensure performance alignment with business objectives is desired.
• Knowledge of Microsoft products desirable, as well as SAP(C4C)/Calabrio One products.

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Help us make the impossible possible for our customers and we'll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.

For our part, we'll recognise your ideas with excellent opportunities for long-term career progress, plus a strong package. This includes generous pension and life insurance, staff discounts of up to 33% on Harrods' products, 25 days' holiday and your birthday off.

Uniquely You

Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply.

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods

Additional Information:

Time Type:

Permanent

Department:

CSX Operations (Tara Byrne)